thread Re: Unable to check out - incomplete billing address in Online Store

Unable to check out - incomplete billing address

Lekuceramics — Fri, 07 Aug 2020 09:30:59 GMT

Hi, I'm setting up my squaresite (via Weebly). I got someone to test and purchase an item for me. She was asked to enter her CC details and postcode, she did all that and click 'next. She then got a notice saying "Incomplete Billing Address", problem is, there is no field to enter her billing address.

I don't remember changing the payment and billing setting. How can I fix this? Please help, thanks!

Re: Unable to check out - incomplete billing address

Seamus — Mon, 10 Aug 2020 02:48:15 GMT

Hey @Lekuceramics,

Thanks for your message.

This sounds odd! - have you been able to do a test run for yourself and replicate this issue? I'm not aware of any technical issues the platform is having here at the moment, I wonder if it's possible the person who was testing missed something? It shouldn't actually be possible to remove required payment fields.

I'd give it a try yourself and if you're still seeing the same issue it may be worth reaching out to our support team for further assistance! You can call on 1800 760 137, lines are open Mon-Fri, 9am-5pm Melbourne time!

Re: Unable to check out - incomplete billing address

Lekuceramics — Tue, 11 Aug 2020 04:30:17 GMT

Hi Seamus,

I don’t know what my friend did differently, but she finally managed to complete the purchase. I tested it myself with no issue. Thanks for your response.

levanna

Re: Unable to check out - incomplete billing address

Seamus — Tue, 11 Aug 2020 04:56:06 GMT

No worries @Lekuceramics, glad you got it sorted in the end 🙂

Re: Unable to check out - incomplete billing address

TABfabric — Tue, 15 Sep 2020 17:32:22 GMT

I'm having the same issue "Incomplete Billing Address" and can't see where the issue is or how to get around it. Any help or suggestions is greatly appreciated.

Cheers,

Brian

Re: Unable to check out - incomplete billing address

Seamus — Wed, 16 Sep 2020 01:26:52 GMT

Hey @TABfabric,

Sorry to hear you're having trouble with the billing address showing as incorrect!

I wasn't able to replicate this issue upon testing - is this happening with all orders or one in particular? Usually this is based on what the individual is entering - for further help on this one you'd need to contact support who could try and replicate the issue using the same address info, which is something we're not able to display publicly in this forum due to it being private personal information.

You call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time) or email via this form for more assistance!

Re: Unable to check out - incomplete billing address

navidad — Wed, 30 Sep 2020 23:06:16 GMT

This is a thing that happens with certain cards not all of them. I have MSUFCU and can't use any of my cards through square, at multiple businesses, when paying online. The cards work everywhere else

Re: Unable to check out - incomplete billing address

JasonTCR — Fri, 23 Oct 2020 19:23:12 GMT

I've had multiple clients call with the same problem yet when I put an order through on my end I have no issue. We also receive other online orders so I wonder if it's the bank blocking the charge.

Re: Unable to check out - incomplete billing address

navidad — Fri, 23 Oct 2020 21:01:39 GMT

I contacted my bank and they were not blocking square. They think it's a technical issue on squares and but square would have to work with the bank. It has to acknowledge that it has an issue though first. one retailer just hauled off and started asking for the actual address and then it works but if there's no address in the field it's not going to work

Re: Unable to check out - incomplete billing address

Seamus — Sun, 25 Oct 2020 23:41:39 GMT

Hey @JasonTCR and @navidad,

Sorry to hear you're having trouble with this as well.

If you've not already, please submit a support ticket for this issue with our support team via this form.

This will help our support team track and escalate the issue. You can also call on 1800 760 137. Lines are open Mon-Fri, 9am-5pm Melbourne time. With that said, I recommend logging a support ticket first as it creates an electronic paper trail for the issue!

Incomplete Billing Address

TheGlowPlace — Wed, 04 Nov 2020 19:52:58 GMT

We are getting an error message "Incomplete Billing Address" at checkout. But there's no place to enter a billing address - only a shipping address which is complete.

PLEASE HELP! We are trying to complete our first online order.

Re: Incomplete Billing Address

JustinC — Fri, 06 Nov 2020 19:29:29 GMT

Hmm, I'm not able to replicate the same problem. Is every customer having this issue?

Can you take a screenshot of the checkout screen that shows there isn't a billing address section?

@TheGlowPlace

Re: Incomplete Billing Address

eclecticsgaller — Sun, 13 Dec 2020 19:50:48 GMT

We are getting the same message, from user on Desktop, not iPad.

Also want to collect both a billing and shipping address, which often are different for people ordering online.

Is that available? I can't find it!

Re: Incomplete Billing Address

Seamus — Mon, 14 Dec 2020 03:15:11 GMT

Hey @eclecticsgaller,

Sorry to hear you're having issues with this bug as well!

As an attempted workaround, are you able to ask the customer to try ordering from a different web browser? Our engineering team are investigating this issue and have not been able to replicate it on a consistent basis.

One workaround that has been suggested was to try on a different web browser, so I'd be keen to know if this works for anyone.

At the moment there's unfortunately no way to add a billing address to a Square Online order - this is a feature request and something we're hoping to be able to implement into the product in the future.

Re: Incomplete Billing Address

eclecticsgaller — Mon, 14 Dec 2020 06:17:30 GMT

Your comment makes it sound as if Square is inconsistent with showing a billing and ship to address option. I don't see the options anywhere in the setup either. Is it there and I am missing it???

We are trying a workaround by asking customers to put the ship to address into the ADD AN OPTIONAL NOTE TO THE SELLER area of the CHECKOUT.

It's confusing because the only address that shows is labeled SHIPPING INFORMATION, when it is actually the billing address. This also affects the Sales Tax, which should be calculated on the BILLING address, not the ship to address, right???

I'm using Safari and the only place I see anything about billing information is in INVOICES. I will have to install Firefox or another browser to test your theory.

It seems like this is a big feature request - for online shopping being so huge now, why doesn't Square make this easier???

Re: Incomplete Billing Address

wildheartbrew — Mon, 14 Dec 2020 15:17:19 GMT

Edit: I just realized this thread is in the Australia forum. I am based in the US.

Just to chime in, I've had two customers report this problem when ordering from Square Online, the second one this morning. I did submit a ticket using the link in the earlier reply.

Re: Incomplete Billing Address

wildheartbrew — Mon, 14 Dec 2020 15:18:10 GMT

Re: Incomplete Billing Address

eclecticsgaller — Mon, 14 Dec 2020 17:27:09 GMT

We are in the US as well. Have no idea why I'm in Australian forum. Perhaps because that's where I saw the issue in a thread.

Re: Incomplete Billing Address

Seamus — Tue, 15 Dec 2020 00:34:45 GMT

@wildheartbrew @eclecticsgaller You can find our US Seller Community forum here, though happy to have you here too 🙂

I'd say it's possible this thread on our Australian community is appearing near the top of google search results as it's gained a fair amount of traction.

It's still definitely a good idea to file a support ticket either way, so our support team can funnel the feedback to engineering teams. If you want your inquiry to reach the right team ASAP You can reach the US contact form here, for Australian sellers you can go to our contact form here. If you submit via the wrong form your ticket should still end up reaching the right team, it'll probably just take a day or so longer for one team to assign it to the other (different time zones and all!).

Re: Unable to check out - incomplete billing address

pierceandbelle — Tue, 22 Dec 2020 03:25:08 GMT

I am also having customers tell me they are having the same issue - worried there are more with this problem. But we have had two in three days - I cannot get it to replicate. I do tell them to close their browser and try again and that works - but those are the customers that are reaching out to me letting me know they are having issues checking out - if it were me I'd find another seller and move on.